Power Surge Appliance Damage

We experienced a power surge on the 20th of April, which affected our Samsung Eco Bubble 7kg washing machine and Sony 40 inch Bravia TV. I logged a claim with discovery on the 21st of April and their assessment company arrived on the 22nd to assess the damage. The assessors informed us that the washing machine would be too expensive to repair and that the machine would be replaced. They assessed the TV and said that they could repair it and left with the TV set.

The claim was approved on the 26th of April and a Makro voucher to the value of R7298 was issued to me. I was under the impression that the voucher was a replacement voucher for the washing machine only.

A few days later another company calls me on behalf of Discovery asking if they could collect the TV and washing machine. I inform them that the TV has been taken and is in repair and that I had not yet replaced the machine. I then go into Makro to look at possible replacement washing machines and to price them. A good similar washing machine is in the price range of R7000-R8000.

A few days later a receive a call again from Discovery salvage company asking if they could collect the TV and washing machine. Again, I inform them that the TV is in repair and that the machine is not yet replaced. This morning, I received a call again from them, so I decided to call discovery as they kept asking about collecting the TV.

When I called discovery, they informed me that the TV is unrepairable and that the R7298 voucher was for both the TV and the washing machine. I was quite surprised, as the assessor said the TV would be repaired and I was under the impression that the voucher was a replacement just for the washing machine. I then asked the consultant, how was it possible to replace both items when a similar washing machine costs R7000-R8000.

The advisor then told me that Discovery had received quotes from Makro and Game stores for the insured items. I then informed her that I only received a voucher from Makro and that I would like to have copies of the quotes so that I may replace my insured items at Discovery quoted prices, whcih should tie up with the voucher I received.

I was then told that new quotes would be requested from Discovery suppliers and these would be shared with me. It is now 2 weeks that we do not have a washing machine and at the current moment, if I have to use the Discovery voucher I will be at least R5000 out of pocket to replace both my items.

This is poor service from discovery, not communicating correctly about the TV set, not communicating correctly what the voucher is for and for taking such along time to have an essential appliance replaced.

Poor, poor service.